Using SERVQUAL to determine Generation Y's satisfaction towards hoteling industry in Malaysia
A Shafiq, MI Mostafiz, M Taniguchi - Journal of Tourism Futures, 2019 - emerald.com
A Shafiq, MI Mostafiz, M Taniguchi
Journal of Tourism Futures, 2019•emerald.com… The purpose of this paper is to use SERVQUAL to measure Generation Y’s (Gen Y)
perceived service quality and its effects on their satisfaction toward the Malaysian hotel
industry. … It can be concluded that this study provided sufficient evidence to use
SERVQUAL to understand Gen Y’s satisfaction toward Malaysian hotel industry. It was
found that all SERVQUAL dimensions strongly correlate to customer satisfaction, while four
of these dimensions (tangibility, reliability, assurance and empathy) have significant …
perceived service quality and its effects on their satisfaction toward the Malaysian hotel
industry. … It can be concluded that this study provided sufficient evidence to use
SERVQUAL to understand Gen Y’s satisfaction toward Malaysian hotel industry. It was
found that all SERVQUAL dimensions strongly correlate to customer satisfaction, while four
of these dimensions (tangibility, reliability, assurance and empathy) have significant …
Abstract
Purpose
The purpose of this paper is to use SERVQUAL to measure Generation Y’s (Gen Y) perceived service quality and its effects on their satisfaction toward the Malaysian hotel industry.
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